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FQA

FREQUENTLY ASKED QUESTIONS:

 

PRODUCTS:

Are your products authentic?

Yes,  all our products are authentic and come in the original packaging and most of them with TAGS. We acquire the products we sell directly from the manufacturer or from authorized distributors.

 

PAYMENTS:

How do you ensure that my personal and payment information is secure?

We use a secure server and transmits all sensitive/credit information via Secure Socket Layer (SSL) technology before that data is then encrypted into our payment gateway database. We do not store any of your private/payment information on our servers after your transaction has been completed.
Additionally, FramesDirect.com is tested and certified daily to pass the FBI/SANS Internet Security Test. Learn more about our security measures by reading our Privacy & Security Policy.

What payments do you accept?

We accept all major credit and debit cards, including Visa, MasterCard, American Express, Discover, and Diner's Club. We also accept PayPal and Amazon payments.

 

SHIPPING:

Do you ship internationally?

Yes, we ship products worldwide. The customer is responsible for paying all duties and taxes associated with international shipping. Please find further below "Duty-free limits for imports" by country/area. The offer of free shipping does not apply to international orders under $250. If you spend less that that amount, we will charge a flat $9.99 fee for shipping.

Do I have to pay shipping fees again if I return or exchange an item?

If you are returning or exchanging your item because the order is wrong or the product is damaged, we will provide you with free return shipping labels. We cannot provide free return shipping labels for international orders, but we will reimburse you for the cost of the return shipping (please quote us the return price before hand).

If you are returning or exchanging your item because of size & fit we will exchange the item for another size at no extra cost for you. If you are not replacing the item but want to return the item because of a personal preference, then you will be responsible for paying the costs of shipping your item back to us.

Do you have the tracking number for my order?

All of our orders have a tracking number, which will be send to you once the item is dispatched.

 

Do you offer free shipping?

Yes, we offer free shipping for all orders in the USA and all international orders over $250. Free shipping does not apply to any order outside of the USA under $250. We offer a convenient $9.99 flat fee shipping preference for all international orders under $250.

 

How long will it take to receive my order?

We ship your order out same day or maximum 48h after we have received it. USA shipping will take 2-7 days and international shipping will depend on the carrier option you have selected but should reach you between 10-28 days. 

 

RETURN/EXCHANGE:

How long do I have to exchange or return an item?

If you are returning or exchanging your item because the order is wrong or the product is damaged, you have 7 days from the date you received your item to return the product to LeCITY.org.

If you are exchanging your item due to a warranty issue, you have 12 months from the date you received your item to return the product. Products covered under warranty can only be replaced or repaired, not refunded.

 

What is your return/exchange policy?

You can return or exchange a product for any reason within 7 days of receiving your order. Review our Easy Returns & Exchanges policy for complete details.

 

OTHERS:

Can you source an item for me?

Sure- we periodically buy in very large quantities stock from all over the world. We can have a look out for your item. Please send us an email to shop@lecity.org with what you are looking for.

 

Do I have to create an account to order from LeCITY.org

No, you can choose to check out as a guest. However, creating an account allows you to save your prescription information and other preferences that can make shopping on LeCITY quicker and more convenient in the future.

 

Do you charge sales tax?

Sales Tax will be collected for orders being placed in Florida.

 

Do you have discounts?

Yes sure! You will receive 10% off your next purchase when you join our mailing list. Just scroll down and enter you Email- and we will send you the discount code.

 

Do you offer gift wrap?

Yes we can add a note and gift wrap your item for an additional small fee. Please contact us at shop@lecity.org with your order number- and we will let you know seasonable available options.

 

I received a gift and I want to exchange it for something else. What should I do?

To make an exchange, email shop@lecity.org, along with a note that you would like to make an exchange. Upon receipt of the item back, we will create and send to you a store credit that you can apply towards the purchase of any other item on our site. All exchanges must be unused and in saleable condition. Request for an exchange of a gift must be made in a timely matter. Gifts that have purchased with a coupon and or discount code are not eligible for an exchange. Please see our Shipping and Return Policy for further information.

 

How do I return or exchange an item?

First, you will need to review our returns and exchanges policy. Then, follow the steps below to return or exchange your item:

1.)Before returning or exchanging a product, you must obtain an RMA (Return Merchandise Authorization) number by calling or emailing our customer service department at Tel:+1-866-996-2179 or shop@lecity.org. Products covered under warranty can only be replaced or repaired, not refunded.

2.)The RMA expires after 7 days. We will not accept returns or exchanges without a valid RMA number.
All products must be returned in their original packaging with any unused warranty cards, instruction booklets, cleaning cloths, and cases included. Your product seal may not be damaged or tampered with.
The RMA number must be written on the outside of the package and/or on the return shipping label.
We are not responsible for any lost packages. Returns must be sent prepaid by a trackable carrier such as UPS, Federal Express, or the United States Post Office to:
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What is the duty free limit for imports?

Some countries and territories allow goods below specific values to be imported free from duty and/or taxes. We've listed the duty-free thresholds that apply to the countries where many of our customers live. If your country/area isn't shown here, please visit the World Customs Organization site for details and follow the link to your country.

Be aware that if you have consolidated several goods into one shipment, the value of the whole shipment will be assessed for duty and multiple shipments received on the same day may also be assessed as a single shipment.

For a specific product being shipped to a particular country, check Borderlinx's Shipping Cost Calculator for more specific information on duty and taxes.

Note that the duty and tax information given below is subject to change, and we do not guarantee that it is the most up-to-date information.

Australia

Shipments valued below AUD 1,000 (FOB) are given a duty and tax waiver. This excludes tobacco products and alcoholic beverages (but you cannot have these items delivered by Borderlinx in any event. See Prohibited Items).

You can calculate the tax and duty payable using our Shipping Cost Calculator. All taxes are paid to Borderlinx when you pay for your goods, and we then manage the clearance and payments to the customs office.

Canada

Although shipments valued under CAD 20 are not dutiable or taxable, Canada uses CIF value for this determination. Therefore all shipments will be subject to duty and GST/PST.

Hong Kong

Hong Kong is a duty free destination. No duties or taxes are collected.

India

There is effectively no duty/tax free threshold and most shipments will be subject to a range of duties and taxes.

Europe

Goods costing less than EUR 150 (or equivalent) are duty free. As individual EU countries have control of their own tax regulations, this exemption will not necessarily apply to VAT/sales tax. VAT is chargeable on the value of the goods + the duties payable.

Malaysia

Customs duty and sales tax may be payable on imports. Customs duties are generally below 10% and are assessed on the value of the Cost of the goods + Insurance + Freight (CIF value).

Sales tax is payable on imported goods although there are some exemptions. Currently, there are three rates: 5%, 10% and 15%, with the applicable rate depending on the specific goods. The tax is assessed on the CIF + duty value.

An exemption for customs duty and sales tax exists in certain limited circumstances. For shipments entering through designated international airports (KLIA, Penang) duty/tax is not applied to goods below a Free On Board (FOB) value of MYR 500 (ie the cost of the goods without international freight).

Philippines

Officially set at PHP10.00 of duty amount payable. In practice shipments valued under USD 75 and under 10 kg in weight receive duty free clearance.

Russian Federation

Duty and tax depend on an individual’s monthly import activity. The monthly allowance is currently a total value of 1,000 Euro (CIF value = value of goods + shipping) or a total weight of 31 kg. Duty and tax are payable at a combined rate of 30% of the value in excess of 1,000 Euro, although nothing is payable if the duty and tax are 2 Euro or less. For items exceeding a total of 31 kg, duty and tax are payable on the excess at a rate of 4 Euro per kg.

Singapore

There is no duty payable on most products except alcohol, tobacco products, motor vehicles and petroleum products (but see list of Prohibited Items).

A Goods and Services Tax (GST), currently 7%, is imposed on the cost of the Cost of the goods + Insurance + Freight (known as the 'CIF value'). The GST is waived if the total CIF value is below SGD 400.

Turkey

Shipments valued under EUR 75 are duty free.

United Arab Emirates

Shipments valued under 500 AED enter free from duty and tax. 

 

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